Vodacom deducting money ********ly from my account

So Vodacom randomly decided to activate device insurance without my knowledge or approval and has been deducting (read: *****ing) money from my account for 5 months.

Tried calling the device insurance contact center this morning here is the result:

Call one: held the line for 22 minutes, agents answered, and after explaining the situation I was placed on hold. 26 minutes into the call, the call was disconnected. No callback.

Call two: Held the line for 15 minutes. Call got disconnected before the agent came online.

Call three: Call was answered after 4 minutes. The agent answered and after explaining the situation I was put on hold again. It's now 16 minutes into the call and after listening to the worst possible music in the world, the call got disconnected. I asked the agent to call me back if I got disconnected again. Will see what happens now and whether the call will be returned.

While holding the line I received a message from Vodacom informing me that my airtime transfer VAS service was updated. What is that? How can it just be randomly activated? I did not request this so who is making changes to my account without consent??? I guess now I have to call 082135 again and hold the line for an hour.

How is it possible to, first of all, activate a service on my account without my consent, and secondly that a company of your size could have such bad client service?

I am expecting Vodacom provides PROOF/EVIDENCE of where I opted to have device insurance added to my device, and if no proof can be provided I expect to be refunded the money you deducted from my account with my consent.